NOC MSI Expert
ref : 554888 | 31 oct. 2019
date limite de candidature : 29 janv. 2020
Mauritius Ebene - Ile Maurice
Part of Multi-sourcing Service Integration MSI Center.
-Follow the quality of IM processes by Identifying the adapted KPIs, control and publish it on regular basis
-Make sure the right procedures are followed by all members of the MSI Support Desk
-Defines & control the rules , activities & efficiency of queue managers including the quality of the communication with Customers.
-Receiving Service Delivery Requests, complaints..etc & Launch necessary remediation actions accordingly
-Promote the autonomy of the MSI Support Desk. In particular, initiate and develop the diagnostic and resolution trees/procedures
-Control the interlocks with problem management
-Prepare the global improvement plans and reports about the overall Continual Improvement activity
-Leading customer Major Incidents with high impact on the business and make sure it is handled properly by SD/QM.
-Delivery of Reports to identify Backlog tickets to ensure our efficiency and customer satisfaction.
-Delivery of KPIs Reports done for the GTR based on Priorities: P1/P2/P3 tickets.
-Providing feedback to the MSI Support Desk management and working on improvement plans if needed.
-ensuring that incident reports are analyzed and that there is an output from the analysis of each report, transforming the analysis performed into an action register [or CSI action register]
-In case there is a risk of SLA breach or failure to achieve the target, then the expert should intervene to ensure the appropriate measures are taken by the operational teams and operation managers.
-Interlocking with the problem managers, change managers and capacity managers in order to ensure that the interlocks between the processes are functional and efficient
-Work closely with the MSI Support Desk & team manager for business and support related decisions
-Assess, prioritize, respond and report on time for expedite requests
-Contribute to the continuous learning of the team by taking initiatives to drive trainings
-Act as coach to newcomers
-Participate actively in knowledge sharing
-Maintain the change management process and ensure it is readily available
-Contribute actively to the expert community
-Setting up labs and innovative training methods to develop team members
Skills / Qualifications:
Ø Excellent Knowledge of networking technologies at layer 2 and layer 3 of the OSI Model
Ø Understanding of networking technology LAN, WAN, WOC
Ø Understanding of Security technology
Ø Willing to work in 24x7 or on-call environment
Ø Good interpersonal, communication skills
Ø Good time management, and organizational skills
Ø Ability to work under pressure to deal with multiple tasks
Ø Customer Oriented Attitude
Ø Ability to work under pressure and multitasking
Ø Proactive and self-motivated
Ø Good analytical and problem solving skills
Ø Team Spirit
Ø Fluent in both spoken and written English
Ø Degree in telecommunication and/or computer sciences engineering field
Ø CCNA is a must
Ø ITIL Foundation Knowledge
Ø ITIL Foundation Certified is preferred
le plus de l'offre
Ø 1-3 years’ experience in telecommunications field
Ø 1-2 year of - Experience in networking operational environment (WAN/WOC/Security)
Ø 1-3 years’ experience in a customer oriented position
Customer Services & Operations
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
Orange Business Services
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